Workforce Management Specialist

2 semanas atrás


Rondônia, Brasil Amazon Development Center (Romania) S.R.L. - A91 Tempo inteiro

Job Summary

We are seeking a highly skilled Workforce Management (WFM) System Administrator to join our team at Amazon Development Center (Romania) S.R.L. - A91. The successful candidate will be responsible for maintaining our WFM back end/front end systems and tools, as well as partnering closely with other teams to deliver mission critical initiatives.

Key Responsibilities

  • Provide ongoing support, user training, and maintenance of our global Workforce Management systems and tools.
  • Troubleshoot any issues with or enhancements to WFM Systems and coordinate with applicable teams to ensure timely resolutions.
  • Evaluate and advise partners to develop Forecast Groups, Staff Groups, and Routing Sets to improve utilization and business efficiency.
  • Ensure the accuracy and timeliness of all data flowing to and from WFM systems.
  • Respond to reported issues, requests, and inquiries of a problematic technical or functional nature, and suggest or deploy fixes and enhancements.
  • Setup user access to systems and/or services.
  • Create and update profiles, permissions, and maintain user accounts.
  • Draft and maintain internal communications policies and procedures.
  • Participate in cross-functional activities such as requirements gathering, review, and user acceptance testing.
  • Work with internal IT support teams and vendor technical support, as needed.
  • Provide on-call support, which may require working on some nights and weekends.
  • Occasional business travel and travel to other company facilities may be required.

Requirements

  • 2+ years of experience in a Workforce Management Administrator position, or 3+ years of relevant WFM analyst experience (Forecasting, Scheduling, Real Time Management).
  • Oral and written communication skills are required to provide appropriate customer support and interaction.
  • Speaking-listening-writing skills, attention to details, proactive self-starter.
  • Proven ability to work in a dynamic, ambiguous environment.
  • Experience with automatic contact routing, VoIP, and any contact center case management tools.


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